This presentation was delivered on the second week of my Ubiquity Lab internship to introduce the development team to different Service Design and UX Tools and Methodologies.

1. UX METHODOLOGIES & TOOLS

2. UX IS THE SKELETON
UI IS THE FLESH, CLOTHES, MAKEUP

3. UX IS HOW IT WORKS
UI HOW IT FEELS AND LOOKS

4. STAKEHOLDER INTERVIEWS
To understand what stakeholders percieve and expect from the
product you are designing and building for them.
SCOPE
When goals of the project are not well defined, the stakeholder
interview technique helps to prioritize the feature and defines the
Key Performance Indicators (KPI).
BUDGET
Low
TIME
Low

5. SUGGESTIVE QUESTIONNAIRE TEMPLATE
What’s your role with respect to this product?
What did you do before this?
What is this product or service supposed to be?
Who is this product for?
What should this project accomplish for the business?
What is that one feature in the product that is indispensable according to you?

6. STORYBOARD TECHNIQUE
Storyboarding is a practice in experience design, because of the way it
can combine so many disparate elements- such as personas and their
behaviours, requirements and solutions.
SCRIPTS VISUALS LEARNINGS
STORYBOARD DEVELOPMENT
It is a sequence of panels roughly illsutrating what the consumer will
experience before, during and after using or buying the product you are
developing.

7. At South by South West in 2011, Intuit conducted a game
changing seminar discussing how they use hand drawn
storyboards throughout their business. They discussed
from how everyone from HR to product development use
Storyboard.
INTUIT
Digital Intervention for Bus Service
Scope
It is a tool used by both the design team and clients together
to better grasp the scenarios, different stakeholders, their
behavior and expected outcomes.
Budget
Low
Time
Low

8. A relatable snapshot of the target audience that highlights
demographics, behaviors, needs and motivations through the
creation of a fictional character. Personas make it easier for
designers to create empathy with consumers throughout the
design process.
BUDGET
Medium to High
TIME
Medium to High
PERSONA CARDS

9. PERSONA TYPES
MARKETING PERSONAPROTO-PERSONAS
DESIGN PERSONAS
- Demographic Information
- Shopping or buying preferences
- Media Habits
They ar typically described as a range like 30-45 years
old living in USA.
They do NOT get the WHY behind the BEHAVIOUR.
- Habits
- Behaviour
No money or time to create true research.
They are based on secondary research and the team’s
educated guess of who they should be designing for.
- User goals
- Behavior and the WHYs
- Pain points
Design Personas are built from Ethnography Research like
Shadowing, Environment Immersions, etc.
They tell a story and describe why people do what they do.
Helps eveyone in the design process to keep the users in mind.
PERSONA

10. ETHNOGRAPHIC METHODS FOR PERSONA CARD
SHADOWING AND IMMERSION USER INTERVIEWS
Experientia Case Study : SAP EMEA Enactus Case Study : Beads 2.0
Design Researcher accompanies the user and observes how
they use the product or service within their natural environment.
BUDGET
Medium to High
TIME
High
User interviews allows researchers to understand attitudes,
beliefs, desires to get a deeper understanding of the users
who is going to use your service, product or website.
BUDGET
Medium
TIME
Medium
METHODS OF
PERSONA
BUILDING

11. CUSTOMER JOURNEY MAP
Journey of a user by representing the
different touchpoints that characterize
his interaction with the service
BUDGET
Low
TIME
Low
Dyslexic Child’s User Journey Map

12. CALI : User Journey of Business Executives
DESIGN INSPIRATION FROM CUSTOMER JOURNEY MAP

13. WHAT IS A SYSTEM ?
Alarm | Bedroom
Phone | Bedroom
Toothbrush | Bathroom
Jam | Kitchen
Dining Table | Kitchen
Toaster | Kitchen
Can mobile phone operate the toaster right from the bathroom ?
Can you operate the toaster from the bathroom ? Is it important ?

14. Tactilis for Student Design Challenge, IxDA 2016
SYSTEM MAPPING
The environment mapped keeping the
user as the focal point, his interacting
objects and interaction space.
BUDGET
It is used primarily to understand what
are the interacting objects and spaces to
draw inspiration for the digital product/
service intervention.
Low
TIME
Low

15. HEURESTIC
ENABLING A PERSON TO DISCOVER OR
LEARN SOMETHING FOR THEMSELVES

16. BENCHMARKING UX AUDITUX HEURESTIC
ANALYSIS
BUDGET
Low
TIME
Low

17. UX BENCHMARKING ANALYSIS & AUDIT
Completion Rates
Disasters
First Clicks

18. SITE MAP
Sitemaps are a hierarchical diagram showing
the structure of a website or application.
They can also be used as a reference point for
wireframes, functional specifications
BUDGET
Low
TIME
Medium
A site map of what links from the English Wikipedia's Main Page.

19. WIREFRAMES
A visual guide that represents the skeletal
framework of a website or an application.
Wireframes can be pencil drawings or
sketches on a whiteboard, or they can
be produced by means of software
applications.
BUDGET
Medium
TIME
High

20. LET’S DESIGN LIKE WE DO GIVE A DAMN